Unlocking the Secrets to Successful Customer Experience Outsourcing: An Insightful Interview with Tony Masis of Shyft Global Services

As a journalist, I had the opportunity to interview Tony Masis, Vice President, General Manager, and Leader of Customer Management Services (CSM) at Shyft Global Services. The conversation focused on customer experience outsourcing and the various aspects that companies must consider when deciding to outsource their CX efforts.

We started by discussing the business challenges that prompt companies to consider outsourcing their CX functions. These challenges can range from lack of resources and expertise to a need for more agility and scalability in response to changing market conditions. Outsourcing can provide companies with access to skilled professionals who have expertise in specific areas of CX and the ability to scale up or down as needed.

Moving on, we explored the considerations for selecting a CX outsourcing partner. This includes evaluating the provider’s capabilities, reputation, experience in your industry, and cultural fit with your company. It’s important to establish clear communication channels and expectations upfront with your partner to ensure that both parties are aligned on goals and objectives.

We also discussed best practices for maximizing the benefits of outsourcing relationships. This includes defining clear roles and responsibilities, establishing metrics for measuring success, regularly communicating with your partner, and ensuring that they have access to the necessary tools and resources to perform their job effectively.

Finally, we touched upon what an outsourcing partnership looks like in practice. This can vary depending on the needs of your company and the services being provided. However, it typically involves working closely with your partner to define requirements, establish processes for managing workflow, monitor performance against agreed-upon metrics, and make adjustments as needed based on feedback from customers or other stakeholders.

In terms of the future of CX outsourcing, Tony shared his insights on how technology is driving change in this area. He noted that automation is becoming increasingly important in managing customer interactions across multiple channels, while artificial intelligence (AI) is being used more frequently for personalized experiences that improve customer satisfaction rates.

If you want to learn more about Shyft Global Services or how they can help with your CX needs, visit their website at https://www.shyftservices.com/. You can also check out their case studies with Lenovo and Extreme Networks for more insights into their work.

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